Providing excellent customer service is business common sense – focusing on customer needs, it builds trust and awareness, provides a competitive advantage and helps retain customers.
As the year winds its way to an end we at Consumer Intelligence have our eyes firmly fixed on 2017. And this year the words “If I cannot bring you comfort, then at least I bring you hope.” – which begin the Wendy & Lisa’s classic song “Closing of the year” seem appropriate.
We can reveal today that our research suggests average best-buy prices for van insurance have soared by 9.7% in the past year, with average annual costs hitting £954 and drivers aged under-25 now paying up to £3,025 a year .
Ian Hughes, CEO of Consumer Intelligence explains why focussing exclusively on the needs of the customer, enables you to become more profitable.
In 2009 nearly 25% of all insurance customers called an insurer to get a quote. In 2016 that number has fallen to 23%. So whilst 4 out 5 people got their insurance quotes from a price comparison website last year, call centres have still been extremely busy, but the nature and the mix of calls has changed. For many the phone will not have been their initial ‘channel of choice’, but will act as a back up or support to the internet as they switch from their online quote.